CRM Operations Manager

CRM Operations Manager will be responsible for the vision, strategy, and day-to-day management of Company’s Salesforce Customer Relationship Management platform. They will function as the bridge between business stakeholders and technical teams - owning platform governance, functionality, data integrity, and user adoption. They will collaborate closely with Sales, Marketing, Operations, CRM data, and IT teams to enable data-driven decision making and seamless customer experience. They will manage the end-to-end CRM lifecycle: from segmentation and automation to reporting and optimization - to drive customer engagement, retention, and revenue growth.

Key Responsibilities

CRM Strategy, Governance, and Execution

- Primary business owner for Salesforce CRM platform, ensuring it meets evolving business needs.

- Own Salesforce platform strategy and long-term roadmap.

- Develop, implement, and optimize Salesforce programs to drive customer engagement, retention, and loyalty.

- Manage campaign planning, segmentation, automation, and testing.

- Establish governance frameworks, user policies, and data standards.

- Manage vendor relationships, license renewals, and system budgets.

Data Management & Insights

- Own Salesforce data quality, consistency, and compliance with data privacy laws.

- Define data models, workflows, and automation rules.

- Partner with analytics teams to define key metrics and reports on performance and help develop accurate dashboards and reporting.

- Maintain alignment between Salesforce data and external systems (e.g. Power BI, ERP)

Platform and Tools

- Own the Salesforce platform ensuring smooth operations, integration, and optimization.

- Recommend new Salesforce tools or features to enhance capabilities and efficiency.

- Manage system upgrades, feature rollouts, and integrations with other business tools.

Stakeholder and User Management

- Act as the key liaison between technical teams and end users.

- Drive user adoption through training, documentation, and best practices.

Continuous Improvement & Innovation

- Evaluate new features, apps, and integrations to improve CRM efficiency and capability.

- Identify opportunities to automate workflows and streamline business processes.

- Stay up to date on CRM best practices, emerging technologies, and platform releases.

Requirements

Education: Bachelor’s degree in business, Marketing, or related field.

Technical Experience

- 4-6 years of Salesforce experience, including platform ownership.

- Hands-on expertise with Salesforce and marketing automation tools.

- Familiarity with HTML, SQL, or data visualization tools (Power BI) is a plus.

- Passionate about customer experience and lifecycle optimization.

Other skills

- Comfortable balancing strategy and execution in a fast-paced environment.

- Strong sense of ownership and accountability.

- Strong analytical skills with the ability to interpret and act on data insights.

- Excellent communication and project management abilities.

- Detail-oriented and data-driven problem solver.